Citizens Customer Care Agent

DIRECT INTERACTIONS INC•Seattle, WA

5d•Remote

About The Position

Headquartered in Seattle, Direct Interactions runs contact centers across the country with a team of American representatives. Our commitment to social responsibility is reflected in our business practices, as we offer work-from-home opportunities to a diverse range of individuals, including those with disabilities, veterans, and military spouses. Direct Interactions collaborates with organizations to enhance public service by implementing innovative strategies and nurturing teams of empathetic individuals who leverage their personal experiences to guide others through complex challenges, resulting in tangible improvements in outcomes. At Direct Interactions, our team is comprised of some of the most compassionate and skilled contact center professionals in the nation. By joining us, you will have the opportunity to positively impact the lives of individuals in need, knowing that your efforts have made a meaningful difference. Whether you have ample experience in contact centers or are just beginning your journey in this field, we are eager to get to know you better! Our focus is on the well-being of both our clients and our team members, recognizing that work is a significant part of life. Become a part of the DI family, where you can strike a balance between work and personal life. Collaborating with various organizations and states, we deliver top-notch service to customers. Our flexible scheduling ensures that you can maintain a healthy work-life equilibrium while contributing to our mission. About the Position As a Citizens Surge Agent, you will be part of a specially trained support team prepared in advance to respond during periods of increased call volume, particularly during catastrophic events such as severe weather or large-scale loss incidents. Surge Agents are trained on Citizens’ systems, processes, and service expectations so they can be called upon when needed to support disaster response efforts. When activated, the surge team helps absorb high call demand, ensuring policyholders receive timely assistance and claims are handled efficiently during critical situations. In this temporary role, you will handle incoming calls from Citizens policyholders. Your primary responsibility will be to assist callers with questions, concerns, and claim-related inquiries. This includes accurately documenting information, filing First Notice of Loss (FNOL), and navigating multiple systems to ensure each interaction is handled efficiently and thoroughly. Additionally, you will be expected to take full ownership of each call, acting as an advocate for the customer to ensure their concerns are resolved. Adherence to company policies, ethical standards, and information protection guidelines is critical at all times.

Requirements

Legally authorized to work in the United States
High school diploma or equivalent required
Must pass a background check
Excellent verbal and written communication skills, including proper grammar, tone, articulation, and professionalism
Strong listening skills with the ability to make participants feel heard, respected, and supported
Ability to remain calm and composed under pressure while handling sensitive or challenging interactions with empathy
Strong attention to detail with the ability to accurately document, organize, and process information efficiently
Effective time management skills, with the ability to prioritize tasks, multitask, and navigate multiple systems simultaneously
Demonstrated problem-solving skills and ability to think critically in a fast-paced environment
Ability to work collaboratively in a team setting, including cooperation and shared problem-solving with colleagues
Desktop (preferred) or a true laptop; Apple/Mac, Tablets or Smart devices, Windows Mini PCs, Chromebook, Notebooks, Virtual PCs and Android systems are NOT compatible (Intel or AMD CPU).
Operating system – Windows 11 we no longer support Windows 10.
Your computer must have at the minimum 8GB of RAM installed and a processor speed of 2.00GHz or higher and can not be in S mode; Anything less will not work with the clients software.
At least 25 Mbps Download Speed
At least 3 Mbps Upload Speed
200ms Latency
50ms Jitter
1% Packet Loss
4+ CPU Cores
US based Internet service provider (ISP); NO T-MOBILE HOME INTERNET. NO 5G INTERNET.
High-speed Internet via a hard wired ethernet connection, no Wi-Fi, satellite or cellular hotspot or cellular internet.
USB wired headset with noise-canceling microphone
Must have an operational web cam
Must have an operational smart phone